Must be able to obtain Negative Vetting Level 2.
1. Job Description:
The department is seeking an experienced ICT Customer Service Support person to join our team. Your primary focus will be the routine contact point, receiving and handling requests for support, respond to a broad range of service requests for support by providing information to fulfil requests or enable resolution. You will provide first line investigation and diagnosis and promptly allocates unresolved issues as appropriate and assist with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.
2. Responsibilities: –
Respond to customer inquiries via phone, email, or chat in a professional and timely manner.
– Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity.
– Provide step-by-step guidance to customers on resolving technical problems.
– Collaborate with our technical support team to escalate and prioritize complex issues.
– Maintain accurate records of customer interactions, issues, and resolutions in our CRM system.
– Assist in customer onboarding and training on our ICT solutions.
– Proactively identify opportunities for improving customer satisfaction and service quality.
– Proven experience in customer service or technical support.
– Strong knowledge of information and communication technology.
– Excellent communication skills, both written and verbal.
– Problem-solving and critical-thinking abilities.
– Strong attention to detail and organization.
– Ability to work well under pressure and meet deadlines.
– Proficiency in using CRM software and other customer support tools.
– Team player with a positive attitude and a strong commitment to customer satisfaction.